Associate Director of Partner Experience

United Kingdom·LondonFull-time (Salary)executive

OtherAssociate

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Are you obsessed with data, partner success, taking action, and changing the game? If you have a whole lot of hustle and a touch of nerd, come work with Pattern!

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OtherAssociate

Are you obsessed with data, partner success, taking action, and changing the game? If you have a whole lot of hustle and a touch of nerd, come work with Pattern! We want you to use your skills to push one of the fastest-growing companies.

Pattern accelerates brands on global ecommerce marketplaces, leveraging proprietary technology and AI. Utilizing more than 46 trillion data points, sophisticated machine learning and AI models, Pattern optimizes and automates all levers of ecommerce growth for global brands, including advertising, content management, logistics and fulfillment, pricing, forecasting, and customer service. Hundreds of global brands depend on Pattern’s ecommerce acceleration platform daily to drive profitable revenue growth across 60+ global marketplaces—including Amazon, Walmart.com, Target.com, eBay, Tmall, TikTok Shop, JD, and Mercado Libre.

The Partner Experience team in Pattern Europe is the operational backbone connecting Sales, eCommerce, Operations, and Technology. It exists to make partner success structured and measurable, and to ensure our brands get exceptional, fast interactions with marketplace processes across every touchpoint: onboarding, offshore teams, content, and account health. The AD, Partner Experience leads the operational infrastructure across Pattern's India-based ecommerce team for Europe, with a strong emphasis on AI, automation, and data visualization as the engine for driving brand performance and accelerating partner success. This is a role with real latitude to shape its own direction and make a direct, visible impact on how Pattern scales partner experience globally.

The AD owns International Services Operations and Process & Automation implementation, leading a team responsible for partner success and retention. This includes managing a team of India-based eCommerce Managers while building the systems, processes, and automation frameworks that enable consistent, scalable service delivery across global markets. The role also owns complex, cross-regional and cross-functional problems, translating them into structured, repeatable solutions.

A key deliverable is the Partner Experience dashboard, giving leadership real-time visibility into performance and enabling data-driven decisions, alongside hands-on support for onboarding new brands. The AD will partner closely with AI and Tech teams to standardize and automate processes, continuously raising the bar on what a best-in-class Partner Experience looks like.

India eCommerce Project Team Management

Manage 15+ Indian eCommerce Project Managers (EPM) across hiring, onboarding, training, and performance management.

Own headcount planning and brand allocation to ensure optimal workload, coverage and capacity.

Implement performance dashboards to measure success metrics effectively using data.

Operational Infrastructure & Process Design

Build and maintain the operational framework that supports the International Services organization in India.

Design scalable workflows, service intake structures, and SOPs aligned with organizational needs.

Establish service standards including SLAs and clear escalation pathways.

Standardization

Lead standardization and implementation of tasks across the European eCom Team.

Ensure consistency in how teams execute, escalate, and report across regions.

Performance Measurement

Build and maintain dashboards tracking key performance metrics for the India team.

Translate operational data into leadership-ready insights on throughput, service demand, and bottlenecks.

Automation & Efficiency

Identify and automate repetitive operational tasks by using AI and working closely with our Tech & Automation teams.

Continuously improve operational efficiency and reduce friction between global teams.

Proven experience managing and developing operational teams or cross-functional leads (ideally experience with Offshore teams).

Deep familiarity with project management tools (Asana, Jira, or similar) and workflow design principles.

Strong understanding of SLA frameworks, service intake models, and escalation structures.

Data-driven and analytical mindset with experience building and interpreting operational dashboards and reports.

Exceptional written and verbal communication skills for working across global, cross-timezone teams.

Self-directed leader who can build structure in ambiguous environments and drive alignment across stakeholders.

Strategic and operational mindset

Experience working with international or distributed teams is a strong plus.

Game Changers - A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern’s processes and outcomes.

Data Fanatics - A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.

Partner Obsessed - An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner’s expectations, and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.

Team of Doers - Someone who is a part of a team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.

An initial phone interview with Pattern’s talent acquisition team (30 minutes)
Interview with one of our hiring managers (1-hour)
Interview with our VP of Ecommerce (1 hour)
Final Interview with our Managing Director and In Person Introduction (1.5 hours)
Top Grading with Talent & Reference Collection
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